The use and utility of online chat and chatbots, powered by improving levels of AI, are increasing rapidly. During these transitional times, it’s interesting to know with which we which are we interacting: a real human being or AI/chatbot? We’ve developed five techniques for determining if you’re dealing with a real person or an AI/chatbot. […]
5 Ways to Know If You’re Chatting with a Human or Robot Read More »
The team at Convince & Convert and I have been working with Comcast for nearly two years, helping them understand the landscape of customer experience influencers, and how that community thinks about CX transformation and storytelling. Last week, as part of that work, I was joined at the Comcast headquarters in Philly by a cavalcade
How Does Comcast Tell 29 Million People About Customer Experience Transformation? Read More »
Customer expectations keep going up, and up, and up. Customers today don’t give your company or organization a “pass” because you’re in B2B, or financial services, or healthcare, or manufacturing. The greatest companies in the world, regardless of category, are teaching your customer what is possible and what is the norm. Forrester says
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Online reviews, when done well, create new customers. Done poorly, they repel potential customers. How important are online reviews? More than 80% of Americans trust them, according to BrightLocal research. A new study I just finished yesterday for my upcoming book with Daniel Lemin found that online reviews rank second—behind only friend and
How to Get More Online Reviews for Your Business Read More »
Oral surgery is, at best, a suboptimal way to spend an afternoon. Uncertainty about the procedure is common. Concern about lingering pain is almost a given. Confusion about payment is typical, especially among patients without dental insurance. Most oral surgeons and their staffs endeavor to answer these questions and quiet doubts when the
Hick’s Law states that the more choices we face, the harder it is for us to make a selection. Perhaps best explained in the terrific book The Paradox of Choice by Barry Schwartz, Hick’s Law is why you stand slack-jawed when trying to make a cereal selection at Kroger: too. many. kinds. of.
When Your Great Customer Experience Drives Your Employees Crazy Read More »
Effectively marketing your business has always been about finding a way to stand out from the pack. After all, grabbing their attention is the first step in client conversion. But the act of drawing customers in has truly become an uphill battle in a world so heavily saturated with choice. Hick’s Law, which is often
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